Irwin Seating Company - Telescopic Division offers an attractive benefit package including Vacation/Holiday Pay, Medical/Dental/Vision Insurance, and Life and Disability Insurance that BEGINS ON AN EMPLOYEE'S HIRE DATE. Additional benefits include 401k, Profit Sharing and Education Reimbursement.

This position works closely with internal and external colleagues across departments and divisions as well as field business partners to ensure customer satisfaction.

PRIMARY RESPONSIBILITIES

The Customer Service Representative manages all customer contacts related to the Parts and Services business and involves the following duties:

· Make outbound calls and receive incoming calls to/from customers, dealers, distributors, and internal partners while maintaining professionalism and courteous communication resulting in high call quality.

· Research and resolve inquiries and complaints to ensure customer retention and satisfaction.

· Enter aftermarket parts orders into electronic database and schedule orders for production in the manufacturing order system.

· Track orders and production scheduling dates throughout the production and shipping processes.

· Provide status and updates to customers regarding inquiry resolution, order scheduling, and shipping.

· Organize and file all documentation including shipping manifests, order paperwork, SPR’s, and return logs.

· Provide outstanding customer service and post sales satisfaction, facilitating long-term relationships, repeat business, and referrals.

· Maintain good rapport with customers and collaborate with colleagues in a team-oriented environment.

· Manage customer expectations and escalation of issues that are beyond the scope of support.

· General administrative duties.

· Perform all other necessary tasks/duties to fulfill position or as requested by the -Supervisor or Manager.

JOB REQUIREMENTS

Qualified candidates must have a proven track record of success in customer service in addition to possessing a high-energy, strong desire to achieve top results with a charismatic, positive “can-do” approach over the phone & in person.

· 6 months - 2 years of direct customer contact experience preferred

· High School Diploma/GED Required

· BA/BS degree preferred, sales experience a plus

· A customer service professional with excellent telephone etiquette and effective issue/conflict resolution skills

· Outstanding problem solver and critical thinker capable of multi-tasking in a fast-paced work environment

· Ability to maintain and grow business relationships with clientele and deliver customer service excellence

· Exceptional listener with excellent time management, verbal/written communication, and presentation skills

· Aptitude for learning new products, systems, and processes quickly

· Computer savvy (ability to navigate within systems)

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work Location: One location

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